Strengthening Digital Financial Competitiveness
In line with its vision “Easy, quick, and secure—Digital IBK,” IBK is working hard on digital transformation and innovation to achieve three specific goals: customer satisfaction, work efficiency, and revenue generation. As part of this effort, IBK has implemented various digital strategies such as operating digital key performance indicators (KPIs), Business Automation 2.0, IBK 1st LAB, and CBDC testing.
Through digital KPIs, the bank has promoted qualitative growth in digital transformation; by introducing Business Automation 2.0, it has maximized organizational efficiency based on five key strategies including standardization, computerization, personalization, and robotization. Most notably, the bank has significantly improved work convenience by utilizing the RPA system and the robotic assistant, R Dae-ri. Also, the bank has tested and commercialized new technologies—such as AI-based property valuation, unstructured data assetization, and IBK GPT establishment—through IBK 1st LAB. The bank is continuously expanding customer-centric innovative financial solutions in collaboration with selected companies in the 6th cycle. Additionally, the bank is rebuilding its open API platform with the goal of launching it in May 2025 to enhance the flexibility of new business initiatives and to promote external collaboration.
Furthermore, IBK has participated in CBDC usability tests to build a financial infrastructure for the digital currency era. IBK is now developing a CBDC issuance and payment system through i-ONE Bank, planning to establish a foundation for customer use in real life by the first half of 2025. All these strategies for digital transformation and innovation are expected to strengthen IBK’s competitiveness in financial services and further solidify its position as a digital finance leader.
Innovation in Digital Customer Experience
IBK has enhanced its digital financial competitiveness and provided customer-centric innovative financial services by promoting UI/UX improvements, AI technology adoption, and digital customer services expansion. Through these efforts, IBK has increased customer satisfaction and created a more convenient financial environment.
UI/UX Improvement and Data-Driven Customer Journey Analysis
By operating the IBK Standard UI/UX Guide (IBK Design System, IDS), IBK has maintained consistency across digital channels and created a user-friendly environment. This system optimizes the bank-wide digital experience, enhancing user accessibility and convenience.
Additionally, IBK has implemented a customer journey solution that analyzes customer behavior data in real time to detect irregular behaviors (such as unnecessary navigation and drop-offs). By identifying areas for improvement, IBK enhances the intuitiveness of digital services and provides a more personalized financial experience.
Financial Innovation through the Adoption of AI Technology
IBK has established the IBK Gen AI Platform and introduced “IBK GPT” for the first time in the financial sector, supporting employees in experiencing a smarter work environment based on AI. IBK has also operated an AI-based policy business recommendation service, which automatically collects and analyzes policy finance information and provides recommendations on customized support programs for each company.
The bank has introduced an AI Sales Secretary and Support Secretary for branch and headquarters staff to assist with financial consulting and decision-making. Additionally, the bank has strengthened the prevention of financial incidents by establishing an AI financial fraud detection model that detects voice phishing and fraudulent accounts in advance.
Enhancement of Digital Customer Service
The IBK Customer Center has achieved the distinction of being selected as Korea's Excellent Customer Center for 18 consecutive years. The Center has continued its efforts to reduce customer waiting times and improve consultation quality through flexible workforce management and the establishment of a Hot-Line system. Furthermore, the Center offers a Branch Visit Reservation Service through i-ONE BANK and Naver, a leading online platform in Korea, expanding its coverage to SOHO (Small Office/Home Office) customers to further enhance customer convenience.
IBK has operated the IBK MVNO (Mobile Virtual Network Operator) Rate Plan to help its customers reduce communication expenses. In 2024, the bank expanded its plan lineup by launching the IBK Nara Sarang Plan for IBK Nara Sarang Card holders and the IBK Foreigners Plan for foreign customers. In addition to that, the bank has increased service awareness and customer satisfaction through joint promotions with partner telecommunications companies. Going forward, IBK will strive to accelerate digital transformation, create synergies between financial and non-financial digital businesses, and provide innovative, customer-centric digital financial services.
Selected as Korea’s Excellent Customer Center (May 2024)